---
title: Adava Care RingCentral + CallRail Architecture
type: article
created: '2026-04-05'
updated: '2026-04-05'
source_docs:
- raw/2025-12-10-adava-care-callrail-integration-discussion-107767520.md
tags:
- adava-care
- callrail
- ringcentral
- gohighlevel
- call-attribution
- marketing-ops
- integration
layer: 2
client_source: null
industry_context: null
transferable: true
---

# Adava Care RingCentral + CallRail Architecture

## Overview

Adava Care's call infrastructure uses RingCentral as the core telephony and IVR layer. CallRail is layered in front of RingCentral to provide marketing source attribution — identifying whether inbound calls originated from Google Ads, Facebook, organic website visits, or other channels.

This architecture was decided in a [[meetings/adava-care-callrail-integration-decision-2026-04-05|CallRail Integration Decision Meeting]] attended by Mark Hope, Melissa Cusumano, Sebastian Gant (Asymmetric), and Kurosh Dejgosha (Adava Care).

---

## Call Flow

```
Marketing Source (Google Ads, Facebook, Website, etc.)
        ↓
CallRail Tracking Number  ← attribution captured here
        ↓
RingCentral Number (Column D)  ← IVR menu entry point
        ↓
IVR Menu ("Move in?", "Looking for a job?", "Talk to house?")
        ↓
Regional Routing:
  • Milwaukee region → Cary
  • Nita region      → simultaneous ring queue
                       (administrator + nurse + regional director)
```

---

## Components

### CallRail (Attribution Layer)

- **Role:** Sits in front of RingCentral numbers; captures the marketing source for each inbound call.
- **Account:** Asymmetric's CallRail account (interim); billing ownership to be resolved.
- **Number pools:** To be created per marketing channel (Google Ads, Facebook/Meta, website, etc.).
- **What it solves:** GoHighLevel previously tracked that calls occurred but could not identify the originating channel (e.g., Google Ads vs. organic). CallRail closes this attribution gap.

### RingCentral (Telephony + IVR Layer)

- **Role:** Handles all call routing logic, IVR menu, and regional queue management.
- **Source of truth:** The RingCentral numbers in **Column D** of the shared tracking document are the definitive forwarding targets for CallRail.
- **IVR menu intent options:** Move-in inquiry, job inquiry, direct-to-house.
- **Regional routing:**
  - Milwaukee area → routed to Cary
  - Nita area → simultaneous ring queue (administrator, nurse, regional director)
- **Scope note:** Numbers in other columns (e.g., Google Ads call extensions in Column C, GoHighLevel numbers in Column A) are **not** used as CallRail forwarding targets.

### GoHighLevel (CRM / Call Logging)

- **Role:** Continues to log call activity as before.
- **Limitation addressed:** Previously could not distinguish marketing source; CallRail data will supplement this.

---

## Number Mapping Reference

| Column | Source | Purpose | Used in CallRail Setup? |
|--------|--------|---------|------------------------|
| A | GoHighLevel | GHL-generated numbers | No |
| C | Google Ads | Call extension numbers (Google-owned) | No |
| **D** | **RingCentral** | **IVR menu entry points** | **Yes — forwarding targets** |

> **Note:** Column D numbers were confirmed by Kurosh Dejgosha during the integration meeting as the correct RingCentral numbers routing directly to the IVR menus.

---

## Implementation Notes

- CallRail numbers are **transparent pass-throughs** — they do not alter the existing IVR or routing logic in any way.
- The existing call-handling process (IVR menu, regional queues, simultaneous ring) is fully preserved.
- Three RingCentral numbers were missing from the shared document at the time of the meeting; Melissa flagged these as needing to be filled in before setup is complete.
- Billing ownership of the CallRail account is deferred; Asymmetric is absorbing cost temporarily.

---

## Action Items (from Decision Meeting)

- [ ] **Melissa + Sebastian:** Hold internal working session to implement CallRail number pools and forwarding configuration.
- [ ] **Melissa + Sebastian:** Present integration status on the next Wednesday client call.
- [ ] **Melissa:** Confirm the three missing RingCentral numbers in the shared doc (Column D).
- [ ] **Mark / Asymmetric:** Resolve CallRail billing ownership (transfer to Adava Care or invoice arrangement).

---

## Related

- [[clients/adava-care/_index|Adava Care Client Overview]]
- [[knowledge/call-tracking/callrail-as-attribution-layer|CallRail as an Attribution Layer (Pattern)]]